Support Engineer (f/m/d)

Permanent employee, Full-time · Heidelberg, Berlin

Overview

The Support Engineer is responsible for providing technical assistance and support to customers, resolving technical issues, and ensuring a high level of customer satisfaction. This role involves responding to customer support inquiries, handling all communication with customers in regarding to these inquiries, validating and solving incidents, and collaborating with the Engineering and Research teams to deliver effective solutions and enhance the overall customer experience.

Your responsibilities

Technical Support:

Respond to customer inquiries and provide technical assistance.
Diagnose and troubleshoot technical issues to resolve incidents efficiently.

Customer Interaction:

Interact with customers professionally, empathetically, and courteously to understand their technical challenges and provide timely and effective solutions.
Maintain a positive customer service experience throughout the support interaction and ensure customer satisfaction.

Problem Resolution:

Identify, investigate, and resolve customer issues in a timely manner, escalating complex cases as needed to ensure timely resolution.
Document support cases, solutions, and troubleshooting steps for knowledge sharing and future reference.

Collaboration:

Collaborate with other support engineers, engineers, and AI researchers to address escalated issues.

Continuous Improvement:

Identify recurring technical issues, trends, and opportunities for process improvement to enhance support efficiency and customer experience.
Contribute knowledge base articles, FAQs, and training materials to empower customers with self-service support resources.

Your profile

Bachelors or Masters degree in computer science, Information Technology, or a related field.
Experienced with the usage of Linux & Python.
Proven experience in a technical support role, help desk support, or customer service.
Strong troubleshooting skills, analytical thinking, and the ability to independently solve customer problems.
Excellent communication, interpersonal, and problem-solving abilities.
Technical certifications (e.g., ITIL, HDI, etc.) are a plus.
Fully fluent in English. German is a plus.

What you can expect from us

Become part of an AI revolution
30 Days of paid vacation
Flexible working hours
Join a dynamic start-up and a rapidly growing team
Work with international industry and science experts
Take on responsibility and shape our company and technology
Regular team events

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About us

Aleph Alpha was founded in 2019 with the mission to research and build the foundational technology for an era of strong AI. The team of international scientists, engineers, and innovators researches, develops, and deploys transformative AI like large language and multimodal models and runs the fastest European commercial AI cluster. Its generative AI solutions are the only choice for enterprises and governmental institutions seeking to retain independence, secure their data, and build trustworthy solutions.

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Hiring And Collaboration

We need the right people on our mission to revolutionize Europe with our technology. Our team values a result-oriented, open-minded working environment and reliable and committed colleagues. We care more about talent and purpose than formal education.